Loyalty link method and apparatus with audio performance for integrating customer information with dealer management information

ABSTRACT

A customer data capture system integrated with a dealership data management system allows customer and vehicle maintenance data to be exchanged between a kiosk on the floor of the dealership and the data management system. The customer inserts a customized card into a kiosk, and interacts with the pre-programmed software on the kiosk. The software recommends scheduled maintenance services and suggests potential coupon savings, based on the information received from the customer&#39;s card and the information stored in the data management system. A service order is generated and routed to the service department. As a result, the accuracy and speed of entering customer data are enhanced, while the dealership is able to offer value-added services at the point of sale, thus enhancing the dealership&#39;s business relationship with the customer.

This is a Continuation-In-Part of National Application No. 09/725,080filed Nov. 29, 2000 now U.S. Pat. No. 6,901,374.

FIELD OF THE INVENTION

This invention relates to data management and distribution.Specifically, this invention relates to integrated data managementsystems comprising card-enabled systems and data management computersystems.

BACKGROUND OF THE INVENTION

Integrated data management systems are critical to developingcomprehensive relationships between businesses and their customers. Fromcapturing customer data into a customer database, to producingmanagement and customer reports, an integrated data management system iscentral to the proper functioning of the business.

However, conventional data management systems are fraught with processesthat require data to be entered manually. An operator at an automobiledealership, for example, typically uses a computer and data entrydevices, such as a keyboard or similar tools, to enter data about acustomer, including the customer's name, address, and purchase order.The manual data entry process is time-consuming, because it requires theoperator to communicate with the customer to gather the customerinformation. This is typically done by providing the customer with aform to be filled in, or by interviewing the customer. After gatheringthe customer information, the operator then has to enter the customerinformation into the computer, typically done by typing the data thatthe customer has provided. In addition to being time-consuming, theprocess is also prone to error. Miscommunication may occur between theoperator and the customer during the data gathering stage, thusaffecting the accuracy of the data that the operator enters into thecomputer system. The operator may also make mistakes while typing thecustomer data into the computer system, resulting in furtherinaccuracies in the data that are entered into the computer system.

Apart from the problems associated with manual data entry inconventional data management systems, there is also a frustrated need tooffer customers, at the point of sale, the opportunity to take advantageof other value-added services provided by the business. For example, anautomobile dealership misses an opportunity to offer additional servicesto its customers, such as scheduled recommended vehicle services, if thedealership does not know that the customer's automobile has reached acertain mileage.

Similarly, the automobile dealership misses an opportunity to rewardloyal customers if the data management system employed by the dealershipdoes not maintain a history of the customers' visits. Thus, there is aneed to keep track of the services that a customer has purchased in thepast, so that the dealership will be able to build a relationship withthat customer, for example, by providing a customer incentive package.

Another problem with conventional systems is the lack of integrationwith Internet-enabled technologies. As customers become increasinglycomfortable with using the Internet to purchase goods and services,there is a growing need to be able to offer Internet-savvy customerswith goods and services that have traditionally been offered inbrick-and-mortar businesses. For example, there is a need to provide acustomer with the ability to schedule services for the customer'sautomobile by requesting the appointment through the Internet, ratherthan the traditional method of calling the dealership to make anappointment.

Systems currently exist that use a smart card to store customerinformation, as well as retailer-defined information, such as couponsand other benefits, but these systems are not integrated into largermanagement systems. For example, stand alone smart card systems mayexist in the automobile retail sale and service industry; however, theexisting auto dealership smart card systems do not address theintegration into a dealer management system, nor do the smart cardsystems include Internet-based service and maintenance scheduling.

Thus there is a need for a smart card system integrated with a datamanagement system at the automobile dealer, that improves the speed andaccuracy with which dealers can process customers, while making iteasier to offer, at the point of sale, other value added services tocustomers and Internet based services. At the same time, such a systemalso capitalizes on the opportunity to communicate the dealer philosophyto the customer, further reinforcing the fact that the customer made agood purchase decision.

SUMMARY OF THE INVENTION

The present invention, for the first time, allows integration betweenthe customer and the data management system 190 by providing anautomated process to exchange information between the customer and thedata management system 190, thus allowing efficient data management andproviding the proper environment for developing comprehensive customerrelationships.

A preferred embodiment of the present invention is called LoyaltyLink,and comprises a smart card 110 and a kiosk 130. The smart card 110 iscustom printed with the dealership's logo and image, and programmed withcustomer and vehicle information. The kiosk 130 contains a Windows-basedcomputer, touch screen 165, thermal printer 135 and smart card reader120. On the computer is housed proprietary software that works inconjunction with the smart card 110, a coupon package and a maintenanceschedule 202 for the vehicle.

In this preferred embodiment, when a customer buys a vehicle from thedealership, the dealership sends a registration form to the card serviceprovider, such as Reynolds and Reynolds Inc. of Dayton, Ohio. The cardservice provider prints and programs the card 110 and mails the card tothe customer on behalf of the dealership. When the customer comes intothe dealership for maintenance services on the vehicle, the customerinserts the card 110 into the kiosk 130 and enters the vehicle's mileage204. The pre-programmed maintenance schedule 202 and coupon packageappears on the screen and the customer, with the assistance of theservice advisor, selects the desired maintenance items 209. Asmaintenance items 209 are selected using selection boxes 208, variouspre-programmed coupons are offered to the customer. After selection ofthe maintenance items 209, a “quick write-up” sheet appears on thescreen. The customer and the service advisor can then enter other itemsof information on the screen to complete the repair order. These fieldsmay include time and date promised, additional contact instructions,additional contact number, service advisor number and other servicesdesired. After completion, the information on this visit is written tothe card 110 and two thermal receipts are printed. The first receipt isfor the customer, while the second receipt contains the additionalinformation from the quick write-up session and is for the serviceadvisor's use in completing the repair order in the dealer managementsystem.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram showing the components of a preferredembodiment of the present invention.

FIG. 2 is a block diagram of a screen display in a preferred embodimentof the present invention.

FIG. 3 is a block diagram showing the components of another embodimentof the present invention.

FIG. 4 is a block diagram showing the components of another embodimentof the present invention.

FIG. 5 shows a screen display for one embodiment of the presentinvention.

FIG. 6 shows a block diagram of the screen display in FIG. 5.

DETAILED DESCRIPTION OF THE DRAWINGS

In a preferred embodiment of the invention depicted in FIG. 1, a card110 is inserted into card reader 120. The card 110 contains customer andvehicle information, including name, address, phone numbers, vehicleidentification number (VIN), warranty information and e-mail address. Inaddition, the card also contains customer-specific maintenance schedulesand coupon information, including recommended vehicle maintenanceschedules, a record of the customer's last 50 visits, and discounts andfree services. The kiosk or data entry terminal 130 is equipped withsoftware that enables it to read and process the information provided bythe card 110. For example, the software may offer the customer theoption of accessing a service area 140 when the customer's car needs tobe repaired, or an option to access the early bird drop off 150 area,when the customer is dropping off the car to be repaired by thedealership. Alternatively, the software may offer the customer theoption of accessing a sales area 160, when the customer wants to buy acar.

The customer accesses the desired area through an input device such asthe touch-screen 165. In addition, other input devices may also beprovided, such as the keyboard 170 or the mouse 180. When the customerhas completed his or her session, the data received from the data entryterminal 130 is communicated via cable or radio-frequency (not shown) tothe dealer management system 190 (“DMS”). One example of a DMS used in apreferred embodiment is the ERA system 190, developed by Reynolds andReynolds, Inc. of Dayton, Ohio, but other DMSs may be used in thepresent invention. The data received from the data entry terminal 130are used to populate the information fields on the DMS 190. Additionalinformation regarding the selected services, such as labor rates andother prices, are supplied from the DMS 190, and a repair order (notshown) containing the customer information, the vehicle information, anda service description is printed on the printer 135. Also, the repairorder and other history of the visit can be written onto the smart card;and other information from the DMS 190 can be written onto the smartcard.

Information recorded on the smart card can be read to the PC 130.Information from the DMS 190 can also be read to the PC 130. Likewise,information generated during the user session, such as a repair order,may be generated and recorded in the PC 130 during the user sessionitself. All this various information can be recorded in data files inthe PC. Likewise, supplemental information can be inputted by the userto the PC during the session or after the session through the keyboard170 and the mouse 180 or the touch screen 165. This supplementalinformation also can be recorded in data files in the PC. At any timeduring or after the session all or part of the information in the datafiles in the PC 130 can be transferred through the reader 120 to thedata files in the smart card 110, and any or all of the files may beprinted out at the printer 135, or displayed on the touch screen 165, ortransferred to and stored in the DMS 190.

In this way information from the smart card and the user session can besaved to the DMS 190 and also printed to the printer 135 and displayedon the touch screen 165. Likewise any information from the DMS 190 andthe user session can be saved to the smart card system 110, 120, andprinted to the printer 135 and displayed on the touch screen 165.

The preferred embodiment of the present invention improves uponconventional systems by providing data, as shown on FIG. 2, that are notavailable in conventional systems. For example, the Trade-in Accrual 210is an amount that can be based on a percentage of the total coupons usedto date, or it can be a fixed amount specified by the dealershipcustomer. The vehicle warranty 220 provides the ability to addinformation regarding the warranty, such as a simple “Yes” or “No”, oran actual identification number or description. The Amount Saved ThisVisit 230 keeps track of the amount of money the customer has savedthrough the application of various coupons during the current visit. TheTotal Saved 240 is a cumulative amount the customer has saved during thecustomer's ownership of the card. Other data on the maintenance schedulescreen 202 include: the customer name 203, the mileage 204, the previousmileage 205, the VIN 206, a notice area 207, selection boxes 208, andrecommended services 209. The maintenance schedule screen 202 alsoincludes areas for the most-commonly requested departments andfunctions, such as oil 211, inspection 212, parts 213, vehicle purchase214, services 215, referral awards 216, tires 217, and extras 218, suchas car accessories.

A wide variety of screen displays may be used. FIG. 5 shows one screendisplay for one embodiment. The screen display can be presented when auser wants to review the history of the user's visits to the dealer, andcertain aspects of the user's current status. This screen can be used inconjunction with other screens in a single session, or exclusively in asession for data review only. FIG. 6 shows a block diagram of FIG. 5.

The various numbered elements of FIG. 6 represent the respective fieldsin the indicated locations in the actual screen display exhibited inFIG. 5. The name field 601 indicates the name of the customer in thecurrent user session. The auto field 602 indicates the name of theautomobile of the user in the current session. The VIN field 603indicates the VIN of the automobile for the session. The extendedwarranty field 604 indicates whether or not an extended warranty iscurrently in affect for the automobile. The mileage field 605 indicatesthe current mileage of the vehicle. The previous mileage field 606indicates the mileage of the vehicle at the last recorded visit to thedealership. The Loyalty Card balance field 607 indicates the currentbalance under the Loyalty Card for that user for that automobile. Thetotal amount saved 608 indicates the total amount saved by the user onthis Loyalty Card to date. The trade-in accrual field 609 indicates thetrade-in accrual for this customer and vehicle. The save this visitfield 610 indicates the amount saved in this visit by this Loyalty Cardand its discounts. The visit number element 611 indicates the visitnumber being recalled on the screen from the smart card. The mileagefield 612 indicates the mileage at the time of the visit number inelement 611. The date field 613 indicates the date of the visit numberin element number 611. The coupons used field 614 indicates the couponsused at the visit number indicated in field 611. The maintenanceperformed field 615 indicates the maintenance performed at the visitindicated in field 611. The return field 616 allows the user to move toother displays. A variety of displays can be used displaying a varietyof information stored on the smart card, or generated at the currentuser visit for new maintenance and service, or information retrievedfrom the dealer management system, or other information.

The preferred embodiment also provides unique aspects in its systemarchitecture that are not available in conventional systems. Forexample, the preferred embodiment provides flexibility through“parameterization” of system options. Most of the features of thesystem, including graphics, sounds, color schemes, reader interaction,receipt layout and content, and other support functions, are easilyconfigured through a text based parameter file without requiring changesto the code. As a result, system owners are empowered to generate and/ormodify coupons and maintenance schedules without contracting to anoutside software developer.

Moreover, in the preferred embodiment of the present invention, mutualauthentication of the card and the kiosk is provided. Mutualauthentication is included as part of new security mechanisms toeliminate the possibility of someone creating a rogue card or makingunauthorized modifications to an existing card.

Another unique aspect of the preferred embodiment over conventionalsystems lies in the storage of transaction data. In the preferredembodiment, transaction data are stored and managed without requiring anexternal database engine, thus eliminating the need for additionalsoftware licenses.

In addition to improvements in system architecture, the preferredembodiment of the present invention provides additional capabilitiesthat are not available in conventional systems. For example, the presentinvention provides a linkage between the Maintenance Schedule Screen 202and the Coupon Package (not shown), such that when a customer selects amaintenance item that has an available coupon, the system willautomatically prompt the customer to see if the customer wants to applythat coupon.

The preferred embodiment also provides the ability to change customerinformation on the card 110 such as address, phone numbers, e-mailaddress, and vehicle warranty information. Changes are stored on thecard 110.

Moreover, the preferred embodiment also provides the ability to undocoupons that have been applied accidentally. For example, the customermay mistakenly select a coupon for a specific brand of oil to be usedfor an oil change. The customer can then use this feature to undo thecoupon for the first brand of oil, so that a larger discount for thesecond brand can be applied. Also, a system administrator may access thesystem with an Administrator Card or finalize the use session, and undothe customer's action, as described further below.

An electronic keyboard is also provided to facilitate the changing ofinformation or the addition of information. This feature is necessarywhen the computers 130 on which the software resides are not equippedwith external keyboards 170, but instead are equipped only with touchscreens 165.

The preferred embodiment further provides Administrator Card Functionsto allow administrators to perform specialized functions. For example,an administrator can add store credit to a user's card 110 as a way toresolve a customer complaint. Additional information may be entered intothe system to describe the customer's complaint. The administrator mayalso undo maintenance items and/or coupons that were previously selectedand stored on the customer's card 110. An option is provided for theadministrator to edit the configuration of the system's parameters file.An administrator may also generate a report of system usage statistics.The system can provide the administrator with a listing of the system'slast 10 transactions. The administrator may also set the time and datefor the system, as well as shut down the system. The administrator isalso provided with the ability to calibrate the touch screen 165, and toexit the session to return the computer 130 to the Windows mode.

The preferred embodiment provides the unique feature of a Quick Write-upSheet. This screen appears in the form of a service write-up sheet. Itcontains key customer and vehicle information from the card 110, serviceitems selected from the terminal session, time and date promised,service advisor number, a place to add other services requested thatwere not on the maintenance schedule, additional customer contactinstructions and a place for the customer to sign the formelectronically. This information then prints out on a thermal printedtape but is also formatted to print on a laser sheet, if a laserprinting device is attached.

The preferred embodiment also provides reporting capabilities that areunique over conventional systems. The receipts that print from theterminal after the session are wider and more easily read. They containbasic consumer and vehicle information, the maintenance items selected,coupons applied, additional non-maintenance schedule services selected,balance, Total Amount Saved and Trade-in Accrual. In addition, reportsare provided to list details from the customer's last 50 maintenancesessions, including the date of the visit, services provided and couponsapplied. The reports also include a listing of the terminal sessions andthe upgraded services that the customer has purchased in the past.

In another embodiment of the present invention, depicted on FIG. 3, thecustomer uses the card 310 with the card reader 320 connected to aremote personal computer (PC) 330 located, for example, in thecustomer's home. The PC 330 is equipped with software programmed toperform the above functions, or a subset thereof, and the PC 330 isconnected to the Internet 340, which allows the PC 330 to communicatewith the ERA system 350, or any other DMS (Dealer Management System) 350that may be used.

In another embodiment shown on FIG. 4, the customer enters a personalidentification number (PIN) 410 while using a remote computer, such as ahome PC 420, to initiate communication through the Internet 430 with theERA system 440 or any other dealer management system 440. The PIN 410ensures that the environment is secure for customers to exchange datawith the ERA system 440, or any other dealer management system 440.

A preferred embodiment of the present invention includes a multiplelanguages capability. Any written language can be accommodated. Englishand Spanish are preferred in one embodiment. In one embodiment, alanguage selection icon is displayed on the screen display 165, whichactivates a language selection menu, allowing the choice of thepreferred language. Alternatively, the preferred language can beselected through the keyboard. All text in stored messages to be printedor displayed, and all screen display text templates, are stored in allthe various alternative languages that may be selected. Selection of achosen language will result in only the versions of messages and screendisplays being used that use that language exclusively. The alternativemessages and screen displays for the Smart Card System (SCS) may bestored within the kiosk of the SCS, and those of the dealer managementsystem (DMS) may be stored in the DMS. Each message or display in eachlanguage will select a separate INI file for that message or display inthe selected language.

One embodiment of the present invention may also contain pop-up videoscreens with full audio. These may be pre-recorded video clips showing adealership representative talking to the customer using the invention,during the sales cycle. A clip can pop up at any time in the use cycleof the invention triggered by user action appropriate to that clip, orother events. In one embodiment, each video clip would be a line of codein parameters in an INI file, and may be in a Windows environment. Inthis embodiment, a gold bar may be displayed on the display screen 165.Clicking on the bar would activate the video clip. The video clips maybestored within the kiosk 130, on the DMS 190 server, and can be invarious formats including AVI.

While the present invention has been described in connection with whatare presently considered to be the most practical and preferredembodiments, it is to be understood that the invention is not limited tothe disclosed embodiments. On the contrary, the present invention isintended to cover various modifications and equivalent arrangementsincluded within the spirit and scope of the appended claims. Theinvention may be implemented as a hardware/software combination, aprogrammable apparatus, a method executed by a programmable apparatus,or as software on a machine readable memory medium, which when loadedand executed can cause a programmable apparatus to execute the method,or by other implementations.

In an alternative embodiment, the Smart Card System (SCS) may exist as astandalone system, but with all the novel features and functionsdescribed herein that are enabled without communication with any DealerManagement System. These standalone features of the SCS may include (1)using a data entry station or component with a computer touch screenwith an electronic keyboard, a keyboard, and a mouse, in which thestation may be a personal computer (PC), (2) receiving inputted datacomprising customer information, vehicle information, maintenanceschedule information and coupon information, (3) receiving supplementaldata comprising current mileage, selected customer services, additionalcontact instructions, additional contact number, and promised date andtime of completion, (4) receiving response data comprising recommendedservices, a savings during a visit, and total savings amount to date,(5) receiving input data comprising a Personal Identification Number(PIN), (6) receiving input data comprising administrative data thatpermit functions to be reserved for a system administrator, (7) checkingaccess authorization of the input data from the user, (8) displayingmeans to display or popup the video clip, and (9) selecting a languagefrom a plurality of language choices for use in any printed anddisplayed text.

The SCS, whether in a standalone mode or communicating with a DealerManagement System, may be embodied in a kiosk on a floor or a similardevice mounted on a wall. Alternatively, the SCS may be embodied in ahand portable, wireless or wire communicating device including a SmartCard reader, a Display Screen, and a printer. In the hand portableembodiment, the SCS maybe totally self contained or may communicatewirelessly or by wire to a central SCS server.

The preferred embodiment is for automobile dealerships, but othervehicle dealerships, or other product retail and service locations, maybe used. The preferred embodiments use electronic, optic, wired, andwireless communication links, but any other communication links may beused.

In a further embodiment, the Trade-in Accrual 210 may be an amount thatis based on a percentage of the value of services selected. Optionally,the Trade-in Accrual may additionally include the original or amortizedcost of an extended warranty associated with the trade-in.

The system may also require administrator approval by, for example,insertion of the Administrator Card to permit the provision and/orapplication of certain coupons or other credits. For example, theapplication by a customer of coupons over a certain value may requireadministrator approval by insertion of the Administrator Card orsimilarly, the provision through the system of a certain class ofcoupons to a customer may require administrator approval.

In another embodiment, the system may provide audio instructions to acustomer regarding information presented on screen displays of thesystem. The audio instructions, for example, may include voiceinstructions to a user on how to complete fields on the screen displayand to select certain buttons in order to complete a screen. While suchaudio instructions may be coordinated with certain pop up video clipspresented on the screen display, such coordination is not required,e.g., a pop up video clips may be unrelated or operate independently ofthe voice instructions provided in association with a screen display.Table 1 provides the script for certain exemplary audio voiceinstructions of an embodiment of the system. For example, in the case ofthe Mileage Screen, the screen display depicts a field to enter acustomer's mileage and the audio voice instruction that would beprovided to the customer is “Please enter your vehicle's current mileageby touching the numbers on the screen. Touch the green button marked OKwhen finished.”

TABLE 1 Loyalty Link Voice Over Script Mileage Screen “Please enter yourvehicle's current mileage by touching the numbers on the screen. Touchthe green button marked OK when finished.” VIN not Found Screen “Yourvehicle's identification number was not found in the system. Touch thegreen OK button to continue.” VIN not Found Screen-2 “Your vehicle'sidentification number was not found in the system. Touch the green OKbutton to continue. Verify that the ERA Make Code selected is correct oruse the drop down menu to select an alternative make code. Continueentering the mileage on the number pad and press the green OK buttonwhen finished.” Please Verify Mileage Screen “Touch the green OK buttonto return to the Mileage Screen then verify that the mileage entered iscorrect. Correct the vehicle mileage, if necessary, and touch the greenOK button on the number pad screen when finished.” Maintenance Screen“Please select the maintenance services to be performed by touching thebox to the left of each item. Select any additional coupons to be usedby touching the appropriate category on the left and selecting thecoupon inside. Touch the green Continue button at the bottom of thescreen when finished.” “Touch the blue Options button to update currentinformation on the card or to check your recent maintenance history.”“Touch the red Cancel button to exit the session and return to theWelcome screen.” Coupon Screen “Please select any available coupons bytouching the coupon. Available coupons are denoted by the green color.Touch the Return button when finished.” Options Screen “Please touch theappropriate button and follow on screen instructions. Touch the Returnbutton at the bottom of the screen to return to the Maintenance screen.”Caution Screen “There are some past due maintenance items. Please selectany of the past due maintenance items to be performed by touching thebox next to each item. Touch the green Continue button at the bottom ofthe screen when finished.” Congratulations Screen “Congratulations, youhave no past due maintenance items. Touch the green Continue button atthe bottom of the screen when finished.” Quick Repair Order Screen“Enter additional comments on the Repair Order Information section onthe left side of this screen by touching the small gray box in the lowerright corner of each category. When finished select from these options:Touch the blue Send to Service and Update the Card button to scheduleyour selected maintenance items, update your card's information andprint your receipt. Touch the green Update Card Only button to updateyour card and print your receipts. Touch the gray Print Quick RepairOrder button to receive an exact copy of the Repair Order Informationscreen. Touch the red Cancel button to return to the prior screen.”Information Sent to ERA text box “Your selected maintenance items havebeen scheduled. Please touch the green OK button to continue.” ReceiptPrinting “Two receipts are now printing. Please take the first receiptfor your records. Take the second receipt to the service desk for helpin completing this transaction. Thank you for your business.” ServiceAdvisor Number Missing “Please enter a valid service advisor number inthe upper left corner of the Repair Order Screen or see the service deskfor additional help. Touch the green OK button to continue.” ConnectionError “Please see a service advisor or refer to the operations manualfor assistance. Touch the green OK button to continue.” General Error“An error has occurred in the system. Please see a service advisor foradditional help.”

To implement the audio voice instructions in the system, referring toFIGS. 1, 3 and 4, the kiosk, data entry terminal or remote computer inan embodiment of the system would have a sound card and a speaker (notshown) to provide audio to a user of the system. Further, one or moreaudio files corresponding to the audio instructions are stored in thethe dealer database system and/or the kiosk or data terminal. Then,whenever the software of the kiosk or data terminal causes the displayof a screen having audio voice instructions associated therewith, thesoftware would cause all or a portion of the relevant audio file(s)containing those audio voice to be played via the sound card and throughthe speaker to the user of the system. In an embodiment, for everydisplay screen requiring user interaction, the software of the systemwould search and find, in the kiosk or data terminal of the system, .WAVfiles by name that are associated with the display screen, each .WAVfile comprising an audio voice instruction. The software would thencause the .WAV file(s) containing the audio voice instructionsassociated with the display screen to be played, whether by usingfunctionality embedded within the software or by using another softwareapplication specifically designed to play such files.

As will be apparent to those skilled in the art, many variations of theabove audio instructions embodiment are possible and which are withinthe scope of the invention. For example, other types and formats ofaudio file(s) other than .WAV files can be used, including withoutlimitation Motion Picture Experts Group (MPEG) files or traditionalelectromagnetic audio tapes. Further, the audio voice instructions maybe generated from corresponding text instructions by software well-knownin the art that will render voice audio from text. Such generated audiovoice instructions may be created by the software using, for example,human voice in .WAV or similar types of files or using a “computer”voice defined within the software. Optionally, audio voice instructionsmay be provided by a live customer service agent through the kiosk ordata terminal via, for example, a network connection to the DMS.

Loyalty Link is a trademark of Reynolds and Reynolds Holdings, Inc.

Loyalty Card is a trademark of Ring Systems, Inc.

1. A machine readable memory medium containing instructions which, whenexecuted by a programmable apparatus, cause the apparatus to perform asystem integration method, the method comprising: a. storing andaccessing information regarding vehicle dealership activities with asmart card system (SCS); and b. communicating between a vehicledealership management system (DMS) and the smart card system, using acommunication link between the SCS and DMS: wherein
 1. the DMS and SCSare adapted to access data stored on a smart card and store the accesseddata in the DMS, and print and display the accessed data,
 2. the DMS andSCS are adapted to access data stored in the DMS and store the accesseddata on the SCS, and to print and display the accessed data,
 3. the DMSand SCS are adapted to generate data in a user session and store thegenerated data in the DMS, and in the SCS, and to print and to displaythe generated data,
 4. the SCS is adapted to provide audio instructionsregarding the accessed data in the DMS, the accessed data on the SCS andthe generated data, and
 5. the SCS is adapted to receive input ofsupplemental data and store the inputted data in the DMS, and in theSCS, and to print and to display the inputted data, and further whereinthe SCS comprises
 1. a plurality of smart cards,
 2. a smart card reader,adapted to read the smart cards,
 3. a data entry station, communicatingwith the smart card reader,
 4. a printer, communicating with the dataentry station,
 5. checking means to check access authorization of theinput data from the user,
 6. displaying means to display pop up videoclips,
 7. audio performing means to provide audio instructions, and 8.selecting means to select language from a plurality of choices for usein any printed and displayed text; and wherein the communication link isselected from the group comprising: radio transmission, cabletransmission, the Internet, leased telephone lines, wire, optical fiber,and wireless communication; and further wherein the data entry stationis selected from a group consisting of a data entry station thatcomprises: a. a kiosk including a computer touch screen with anelectronic keyboard, b. a speaker, c. a keyboard, and d. a mouse; and adata entry station that comprises a PC computer with a display screen, aspeaker, a keyboard, and a mouse; and further where the SCS receives: a.inputted data comprising customer information, vehicle information,maintenance schedule information, coupon information, personalidentification number (PIN), and administrator data that permitfunctions to be performed that are reserved for a system administrator;b. supplemental data comprising current mileage, selected customerservices, additional contact instructions, additional contact number andpromised date and time of completion; and c. response data comprisingrecommended services, a savings amount during a visit, and total savingsamount to date.
 2. A machine readable memory medium containinginstructions which, when executed by a programmable apparatus, cause theapparatus to perform a system integration method, the method comprising:storing and accessing information regarding vehicle dealershipactivities with a smart card system (SCS), the vehicle dealershipactivities including providing maintenance of automotive vehicles, theSCS configured to store and access customer information, vehicleinformation, and maintenance schedule information; and communicatingbetween a vehicle dealership management system (DMS) and the smart cardsystem using a communication link between the SCS and DMS, the DMSconfigured to track costs and savings associated with maintenanceprovided by a vehicle dealership and to provide a customer incentivepackage including one or more incentives selectively offered based atleast in part on the maintenance schedule information.
 3. The inventionin claim 2 where: a. the DMS and SCS are adapted to access data storedon a smart card and store the accessed data in the DMS, and print anddisplay the accessed data, b. the DMS and SCS are adapted to access datastored in the DMS and store the accessed data on the SCS, and to printand display the accessed data, c. the DMS and SCS are adapted togenerate data in a user session and store the generated data in the DMS,and in the SCS, and to print and to display the generated data, d. theSCS is adapted to provide audio instructions regarding the accessed datain the DMS, the accessed data on the SCS and the generated data, and e.the SCS is adapted to receive input of supplemental data and store theinputted data in the DMS, and in the SCS, and to print and to displaythe inputted data.
 4. The invention in claim 2, where a. the SCScomprises:
 1. a plurality of smart cards,
 2. a smart card reader,adapted to read the smart cards,
 3. a data entry station, communicatingwith the smart card reader, and
 4. a printer, communicating with thedata entry station; and wherein b. the communication link is selectedfrom the groups comprising: radio transmission, cable transmission, theInternet, leased telephone lines, wire, optical fiber, and wirelesscommunication.
 5. The invention in claim 4, where the data entry stationcomprises: a. a kiosk including a computer touch screen with anelectronic keyboard, b. a speaker, c. a keyboard, and d. a mouse.
 6. Theinvention in claim 4, where a. the data entry station is a PC computerwith a display screen, a speaker, a keyboard, and a mouse, and b. thecommunication link is the Internet.
 7. The invention in claim 4 wherethe SCS receives inputted data comprising coupon information.
 8. Theinvention in claim 4 where the SCS receives supplemental data comprisingcurrent mileage, selected customer services, additional contactinstructions, additional contact number and promised date and time ofcompletion.
 9. The invention in claim 4 where the SCS receives responsedata comprising recommended services, a savings amount during a visit,and total savings amount to date.
 10. The invention in claim 4 where theSCS receives response data comprising a trade-in accrual that includesan amount based on any of a percentage of coupons used to date, a fixedamount specified by a customer, or a percentage of a value of servicesselected.
 11. The invention in claim 10 where the trade-in accrualfurther comprises a cost of an extended warranty associated with atrade-in.
 12. The invention in claim 4 where the SCS receives input datacomprising a personal identification number (PIN).
 13. The invention inclaim 4 where the SCS receives input data comprising administrator datathat permit functions to be performed that are reserved for a systemadministrator.
 14. The invention in claim 4 where approval by a systemadministrator is required to permit provision and/or application of acoupon.
 15. The invention in claim 4, further comprising checking accessauthorization of the input data from the user.
 16. The invention inclaim 4 where the SCS further comprises displaying means to display popup video clips.
 17. The invention in claim 4 further comprisingselecting a language from a plurality of choices for use in any printedand displayed text.
 18. The invention in claim 2, where the data entrystation comprises: a. a kiosk including a computer touch screen with anelectronic keyboard, b. a speaker, c. a keyboard, and d. a mouse. 19.The invention in claim 2, where a. the data entry station is a PCcomputer with a display screen, a speaker, a keyboard, and a mouse, andb. the communication link is the Internet.
 20. The invention in claim 2where the SCS receives inputted data comprising coupon information. 21.The invention in claim 2 where the SCS receives supplemental datacomprising current mileage, selected customer services, additionalcontact instructions, additional contact number and promised date andtime of completion.
 22. The invention in claim 2 where the SCS receivesresponse data comprising recommended services, a savings amount during avisit, and total savings amount to date.
 23. The invention in claim 2where the SCS receives response data comprising a trade-in accrual thatincludes an amount based on any of a percentage of coupons used to date,a fixed amount specified by a customer, or a percentage of a value ofservices selected.
 24. The invention in claim 23 where the trade-inaccrual further comprises a cost of an extended warranty associated witha trade-in.
 25. The invention in claim 2 where the SCS receives inputdata comprising a personal identification number (PIN).
 26. Theinvention in claim 2 where the SCS receives input data comprisingadministrator data that permit functions to be performed that arereserved for a system administrator.
 27. The invention in claim 2 whereapproval by a system administrator is required to permit provisionand/or application of a coupon.
 28. The invention in claim 2, furthercomprising checking access authorization of the input data from theuser.
 29. The invention in claim 2 where the SCS further comprisesdisplaying means to display pop up video clips.
 30. The invention inclaim 2 further comprising selecting a language from a plurality ofchoices for use in any printed and displayed text.
 31. A machinereadable memory medium containing instructions which, when executed by asmart card system (SCS), cause the SCS to perform a method comprising:a. receiving input data on a plurality of smart cards, b. reading thesmart cards with a smart card reader, c. entering and displaying data ona data entry station, said data entry station communicating with thesmart card reader, d. printing data with a printer, said printercommunicating with the data entry station, e. checking an accessauthorization of the input data from the user, f. displaying pop upvideo clips, g. providing audio instructions, and h. selecting alanguage from a plurality of choices for use in any printed anddisplayed text; wherein the data entry station is selected from a groupconsisting of: a data entry station that comprises: a. a kiosk includinga computer touch screen with an electronic keyboard, b. a speaker, c. akeyboard, and d. a mouse; and a data entry station that comprises a PCcomputer with a display screen, a speaker, a keyboard, and a mouse; andfurther where the SCS receives: a. inputted data comprising customerinformation, vehicle information, maintenance schedule information,coupon information, personal identification number (PIN), andadministrator data that permit functions to be performed that arereserved for a system administrator; b. supplemental data comprisingcurrent mileage, selected customer services, additional contactinstructions, additional contact number and promised date and time ofcompletion; and c. response data comprising recommended services, asavings amount during a visit, and total savings amount to date; andfurther where the SCS is adapted a. to store and access informationregarding vehicle dealership activities; b. to generate data in a usersession and store the generated data in the SCS, and to print and todisplay the generated data; c. to provide audio instructions regardingthe generated data, and d. to receive input of supplemental data andstore the inputted data in the SCS, and to print and display theinputted data.